Customer Experience Insights Leader

Unum Ireland; Portland, Northern (TN, KY); Hybrid; USD 89,000 - 184,000; Full time

Benefits offered by this job

Health benefits

401(k) employer contribution

Generous PTO

Tuition reimbursement

Career advancement opportunities

Job summary

Unum is seeking a Customer Experience Manager to lead CX measurement, research, and insights, partnering with leaders to improve customer experiences and guide product strategies. You will design studies, analyze data, and translate results into actionable recommendations across channels and touchpoints.

The role requires strong CX metrics knowledge, ownership of feedback programs, and the ability to communicate findings to senior leaders while driving enterprise improvements in a dynamic

Qualifications

• Bachelor’s degree required; Masters a plus.
• 5–6+ years delivering value through research, analytics, or digital assets.
• Deep understanding of CX metrics and customer journey concepts.
• Experience delivering data-driven solutions impacting customer experience.
• Strong leadership, communication, and time-management skills.

Responsibilities

• Lead CX research initiatives informing strategic decisions and performance measurement.
• Conduct qualitative and quantitative analyses; translate findings into actionable insights.
• Oversee CX analytics, survey design, and stakeholder communications.
• Collaborate with leaders to align CX with operational priorities and digital initiatives.
• Manage Qualtrics feedback programs and drive continuous improvement across lifecycle.

Skills

CX research

Data analytics

Leadership

Communication

Project management

Education

Bachelor's degree

Masters preferred

Tools

Qualtrics

Tableau

SQL

R

SAS

SPSS

Job description

Unum is seeking a Customer Experience Manager to lead CX measurement, research, and insights, partnering with leaders to improve customer experiences and guide product strategies. You will design studies, analyze data, and translate results into actionable recommendations across channels and touchpoints.

The role requires strong CX metrics knowledge, ownership of feedback programs, and the ability to communicate findings to senior leaders while driving enterprise improvements in a dynamic